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Customer experience (CX) is a major focus for businesses in almost any industry. Whether its B2B or B2C, CX is now a key differentiator for companies looking to decrease customer churn and improve profitability. This is where customer experience software come into play. Many businesses across verticals have started to rely on them to improve their NPS® scores and grow faster than the competition.
CX software, often referred to as CX management software is a tool or software platform that can help your business manage interactions with customers. They can be potential customers as well as existing ones. Feedback from both sets of respondents is extremely useful, and a Customer Experience software can help you collect it, and provide the tools to uncover insights from the data you’ve collected.
Without a CX management software onboard, It can be difficult for an enterprise to control how their customers feel about their relationship with their products and services, and even the brand itself. Customer experience software provides businesses with the flexibility to interact with the customer at any touchpoint they deem fit, and collate customer feedback collected along the customer journey into actionable insights.
Customer Experience Management can be described as the process through which businesses proactively manage customer sentiment about their brand along the customer journey. Without a customer experience software handy, trying to predict customer preferences and customer sentiment is like shooting in the dark. You never know if you’re going to strike gold, or strike a nerve.
By managing customer experience, businesses can get insights into what their customers like about their brand, what needs to change alongside making customers feel that their opinion is valued. CX management allows businesses to limit customer churn, and come up with product updates supported by insightful marketing, which will attract more people towards their brand.
Customer Experience management extends into all areas of your business. From your contact centers to your sales process, every bit is observed by your customers, and their experience decides whether they’ll be promoters or detractors.
Turn detractors to promoters. Increase Customer Loyalty. Get more customer referrals.
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A CX software is an important investment for any organization, one which is likely to transform your organization, its growth and your offerings. Here’s a few things to look for while deciding on a tool for CX management: